Sajal Kumar

Spearheading the Customer Experience profile by driving innovative strategies and initiatives to ensure a frictionless and seamless customer journey on the ZEE5, India’s leading OTT platform. Focused on leveraging cutting-edge digital transformation tools, AI-driven automation, and data-driven insights to optimize every touchpoint of the user experience. Leading cross-functional teams to implement customer-centric solutions that enhance engagement, satisfaction, and loyalty. Committed to delivering exceptional service quality by streamlining operations, proactively addressing user pain points, and fostering a culture of continuous improvement. Successfully achieving significant improvements in Net Promoter Scores (NPS), operational efficiency, and overall customer satisfaction by integrating advanced technologies and strategic service excellence practices.

Spearheading the Inside Sales and Customer Experience vertical for Tata Studi, driving strategic initiatives to enhance customer engagement, satisfaction, and business growth. Focused on implementing data-driven sales strategies and customer-centric solutions to optimize the entire customer lifecycle. Leading high-performing teams to deliver seamless onboarding, personalized support, and proactive issue resolution, ensuring a frictionless customer journey. Collaborating cross-functionally to align sales and service goals with organizational objectives, fostering a culture of continuous improvement and innovation. Leveraging advanced technologies and market insights to boost sales conversions, improve retention rates, and elevate overall customer experience. Committed to building scalable processes, enhancing team capabilities, and delivering measurable business outcomes that contribute to Tata Studi’s long-term success and market leadership.

I successfully drove revenue growth and process improvements by streamlining lead funneling from customer touchpoints while managing Chat, Email, and Complaint desks. Collaborating with field support teams, I accelerated complaint resolution and created WOW interactions at the call center to enhance customer loyalty. I directed lead generation to the retail market and managed inbound and outbound calls. By incorporating customer feedback into product development and monitoring dealer performance, I minimized market churn. I engaged influencers through calls and loyalty programs while ensuring 100% SLA compliance on ad-hoc client requests. I developed operational strategies, introduced alternative customer engagement channels, and tracked KPIs to ensure efficiency. Additionally, I led team goal-setting, conflict resolution, and training initiatives. These efforts resulted in a 6% increase in conversions within 3 months, a 15% overall value growth, seamless contact center migration, and recognition with an all-expenses-paid international trip for transformative contributions.

- Played a key role in the successful launch and adoption of the My Idea App, resulting in a significant increase in self-service capabilities and improved customer satisfaction ratings.
- Led a team responsible for enhancing the user interface and user experience of the My Idea App, resulting in a 25% increase in app downloads and a 15% increase in active users.
- Implemented proactive customer engagement strategies through the My Idea App, resulting in a 30% reduction in customer support calls and improved issue resolution time.
- Developed and implemented a customer feedback mechanism within the My Idea App, resulting in a 20% increase in customer feedback submissions and valuable insights for enhancing app features and functionalities.
- Collaborated with cross-functional teams to launch innovative features on the My Idea App, such as real-time data usage tracking and personalized offers, resulting in increased customer engagement and loyalty.
- Implemented a customer retention program within the My Idea App, resulting in a 10% decrease in customer churn and increased customer lifetime value.
- Led a team responsible for monitoring and analyzing customer behavior within the My Idea App, providing actionable insights to drive targeted marketing campaigns and personalized customer experiences.
- Received recognition from the CDO & MD of the organisation for the initiatives on the platform for cost reduction & revenue enhancement
- Stayed abreast of industry trends and emerging technologies, providing strategic recommendations for enhancing the My Idea App and maintaining a competitive edge in the dynamic telecom market.

- Successfully managed the Central Region for Aircel, overseeing customer service operations, performance, and customer satisfaction across multiple states, control span of 2500+ resources.
- Led a team of customer service managers and representatives, ensuring high-quality service delivery and adherence to service level agreements.
- Achieved and maintained excellent customer satisfaction ratings, consistently exceeding targets and benchmarks for the Central Region.
- Developed and executed regional customer service strategies, aligning them with organizational goals and ensuring consistency with national service standards.
- Collaborated with cross-functional teams to address network and service-related issues, minimizing customer impact and enhancing service reliability in the Central Region.
- Successfully managed customer escalations, effectively resolving complex issues and maintaining strong relationships with key customers and stakeholders.
- Led the implementation of new customer service technologies and systems, aimed towards improving efficiency.
- Continuously monitored industry trends, competitor activities, and customer feedback to identify opportunities for service improvement and deliver a competitive advantage in the telecom market.
- Actively participated in TRAI forums representing Aircel and contributing to industry-wide discussions on customer service excellence and best practices.

- Successfully managed the UPE (Uttar Pradesh East) circle for Vodafone, overseeing all aspects of customer service operations for a large team of 1000+ agents.
- Achieved and maintained high service levels, consistently meeting or exceeding targets for key performance indicators such as Average Speed of Answer (ASA), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Implemented process improvements and automation initiatives that resulted in a 20% reduction in average call handling time and increased efficiency in customer service operations.
- Led cost reduction efforts by optimizing resource utilization, implementing lean processes, and negotiating favorable contracts with outsourced partners, resulting in significant savings for the organization.
- Developed and executed strategies to reduce call volume through proactive communication, self-service options, and targeted customer education campaigns, resulting in a 15% reduction in incoming calls.
- Effectively managed outsourced partner relationships, ensuring adherence to service level agreements, quality standards, and continuous improvement initiatives.
- Implemented and utilised Voice of Customer (VOC) data to identify pain points, drive improvements, and enhance the overall customer experience.
- Successfully managed customer escalations and complex service-related issues, providing timely and effective resolutions while maintaining strong relationships with key customers.
- Received multiple recognition for outstanding performance & delivering exceptional customer service and achieving operational excellence in the UPE circle.